Utilities Customer Service Supervisor

The Utilities Customer Service Supervisor manages all activities related to the City's water and wastewater customer accounts. This includes managing customers' utility accounts, collecting utility payments, overseeing the Call Center, producing utility bills, coordinating with the field staff for meter routes, coordinating the new construction installations and inspections, and payments pursuant to contracts for water and sewer line extensions. Works closely with Utilities Services Field Supervisor with regards to service orders, downloading field information and performance statistics. This position is responsible for training and supervising Utilities Service Specialists. This position has a very high level of fiscal impact on the City's revenue stream and is liable for correct accounting procedures on a daily basis. Approximately half the City's revenue is generated through these operations.

Education / higher education: AA Degree

For required college degrees, applicable field(s) of study: Management, accounting, or Customer Service

Minimum number of years of directly related experience: Three years in Customer Service, water or wastewater utility administration, and/or enterprise fund management, to include 1 year of supervisory experience. In lieu of a degree incumbent must posses 5 years experience.

Education and/or experience preferences: Bachelor's degree in management

Driver's License requirement: Infrequent Driver -- Regular Driver's License Required Endorsements: None

Note -- For any driver, driving record must always meet City driving and insurability standards.

Required certifications, licenses or registrations: None

Preferred certifications, licenses or registrations: None

Knowledge: Knowledge of general business, Customer Service, monthly billing, accounting. Knowledge of water and wastewater utility functions.
Skills: Must be able to type rapidly and accurately enough to successfully produce documents/spreadsheets, communicate via e-mail, or perform data entry as necessary to accomplish the essential functions of the position. Use of technology, equipment and software typically used in the office environment. Supervision of diverse staff; effectively present information to top management, public groups, and/or elected or appointed officials; Read, analyze, and interpret financial reports, and legal documents that apply to the work; Analyze, interpret, and apply advanced mathematical concepts used in performing technical work; Interpret an extensive variety of technical instruction in mathematical or diagram form.
Abilities: Respond to inquiries or resolve complaints and disputes from staff, customers, regulatory agencies, or members of the business community; Write project reports; Define problems, collect data, establish facts, and draw valid conclusions. Ability to respond to inquiries or resolve complaints and disputes from staff, customers, regulatory agencies, or members of the business community.
Interaction with Groups/Agencies/Entities: Internal: Works with the Utilities Director, Utility Services Division Manager, Utility Operations Division Manager, Utility Services Field, and the department Accounting Manager. Works closely with the contract operator and Engineering staff. External: Works with contractors, government agencies, consultants, and the general public on water and wastewater accounts, resolves complaints, and assists with new development projects. Presents a friendly, courteous image for the City to the general public, customers, and public officials.The following functions are typical for this position. The omission of specific functions does not exclude them if the work is similar, related or a logical assignment for this position. Other duties may be required and assigned.

• Supervises and trains Utilities Service Specialists. On occasion, assists in training the field service staff in the proper operation of the hand-held computers and planning of meter reading routes.
• May assist with incoming requests for new water and sewer line connections. Communicates with developers and builders on water service availability. Tracks progress of work orders submitted to the City's contract operator for installation of new connections to the water and sewer lines.
• Applies ordinances, work procedures, and issues written and oral instructions to staff. Modifies work procedures as necessary and updates the written procedure manuals.
• Monitors the Call Center, observing employees' demeanor, technical accuracy, and conformity to department policies. Makes recommendations for changes.
• Reviews account history, formulates adjustments when justified; and makes monetary and non-monetary changes to accounts.
• Resolves difficult customer complaints, responds to routine customer correspondence, and is authorized to make adjustments to customer accounts.
• Annually, oversees and analyzes the changes to the Winter Quarter Average that determines the customers' sewer volume factor and reports the impact of the new figures to the Division Manager.
• Reviews status of service orders requested by customers. Coordinates work orders with the utility's field services or with the City's contract operator.
• Compiles statistics concerning work volume, Customer Service requests and complaints. Compiles other data as requested.
• Monitors and aids in preparation of Utility Services Division's budget. Oversees purchasing of supplies and materials.
• Schedules staff assignments and leave time, observing any requirements set forth in the union contract.
• Oversees the Division's records as mandated by the State.
• Represents the Division at meetings with management, other departments or divisions, or vendors as necessary.
• May serve as Acting Utility Services Division Manager.

Employment Type: Full Time